Client Experience Executive

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Job Summary

To deliver a smooth, unfragmented and consistent customer experience at all touch point and at all stage of the customer’s journey.
Assist Relationship Manager to manage a portfolio of Premier Customers by efficient delivery of the execution of all transactional operations and processing and follow up on credit request and applications.
Adhere to complaint management policy and aim at first day resolution.
Promote Premier banking to new clients to increase market share and also cross-sell and upsell to deepen share of wallet.
Build long term relationship with clients through regular communication and a close follow up and follow through of all requests.
Ensure that the physical aspect of the lounge is neat and that all the services are available at all times.
Increase the digital adoption by Premier clients.
Demonstrate advanced product knowledge and provide adapted solutions to customers.

Job Description

Sales Sales & Customer Service ​

• Actively seeks ways and implements actions to provide an excellent customer client service in order to promote NPS.
• Develop and implement sales strategies with the Relationship Manager to deepen product detention within existing customer base, promote cross selling opportunities and increase market share
• Ensure that sales meetings and phone calls are held as discussed and agreed by line manager
• Provide assistance and advise to customers and manage any complaints by providing proactive solutions while aiming for FDR. Ensure that the resolution letters are well written.
• Participate in initiatives to achieve the objectives of Premier Segment in terms of income and also costs.
• Promote use of remote and digital channels and migrate customers to use our digital channels
• Undertake all end to end operations duties
• Action on leads and manage them through CLM Optimus
• Process credit applications for Unsecured loans from application to disbursement
• Follow up on Secured loan applications from approval to disbursement
• Ensure proper follow up and execution of all customer requests and ensuring that regular feedback is provided to clients at all times.

Operational Rigour

• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Comply with all relevant legislations and regulatory guidelines, Absa Policies, processes and procedures e.g. Financial Intelligence and Anti Money Laundering Act, Code of Banking Practice, Fraud prevention and money laundering procedures, Minimum Operating Standards, Branch & Cash Operations Guideline, End to End Cash Management, etc;

Team working

• Working with the Premier/Prestige/AV Team to deliver exceptional business performance
• Demonstrate Team Spirit by providing support to colleagues within Premier Banking when required.
• Work collaboratively with colleagues for the smooth running of the business
• Depending on business contingencies, you may be called upon to perform other duties assigned to you by management.

Self

• Agree performance development objectives with line manager
• Pursue self development to increase personal effectiveness acknowledging strengths and areas for development.
• Demonstrate a can – do attitude
• Participate actively in Retail activities

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)